Additional Customer Service Insights | Origin: RT105
This is a general discussion forum for the following learning topic:
Raising the Bar to 'First-Class' Customer Service --> Additional Customer Service Insights
Post what you've learned about this topic and how you intend to apply it. Feel free to post questions and comments too.
I found this information useful by learning about improving customer service.
Communication and Great Customer service I believe go hand in hand. I also believe that when one enjoys what they do it is easier to provide quality customer service.
Management needs to communicate with all related areas to improve customer service.
Strategizing, preparation and clear vision are helpful to gain a better customer centric environment.
Good Customer Service in institutions is important especially when conducting interviews or when a one on one conversation with the student is being done. Turn off all distractions and give your attention and focus on the student to show them that they are important.
I like this section and I found it interesting to learn that some colleges/universities have mystery shoppers.
The enviornment we create for customers allows us to connect with them and ensure we put a positive face forward in all that we do.
Sales awareness is important, but for me, self-awareness is the key to success. At the end of the day, you are selling a product but also selling yourself (students must like you/enjoy your personality). Students are more inclined to enroll in the University if they have an emotional attachment. Personalization to the enrollment process is also an important step.
It is important that each person at our institution be on the same page with customer service. We need to put the customer (student) first and make sure that we giving them our complete attention with each interaction.
Mystery Shoppers assist in keeping the company aware of improvements that will better the company's Customer Service.
This topic was specifically helpful in defining and establishing a 'standard' of/in effort, actions, behaviors and attitudes when representing your school and servicing prospective students.
Use the insights gathered from mystery shopping evaluations to provide targeted feedback and coaching to staff.
retaining and referrals are vital for long lasting customer service
It is all in the way we treat students and set processes in place to ensure that treatment is outstanding!
Communication is needed to be on the same page about customer service strategies
Meeting trees with detailed outlines help to spread and implement strategies
It is important to keep the lines of communication open between customer and school.
All departments must run in synch in order to have a fully in sync campus/organization.
Communication is important and the whole organization should be on the same page.
